ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Synthesizes incident/problem/change patterns and quantifies impact (deduplicated Incident IDs), producing monthly theme roll‑ups by Change, Vendor, Software, Infrastructure, Batch Processing.
2. Establishes a standard thematic methodology (taxonomy, mapping rules, QA checks) and a lightweight analytics pipeline to prioritize control opportunities with measurable stability benefits.
3. Partners with stakeholders (Problem/Incident Mgmt, Platform/SRE, Network/Security, Vendor Mgmt) to validate findings and capture owner‑accepted actions, timelines, and CAB evidence gates.
4. Creates executive narratives and dashboards that translate technical insights into clear strategies (e.g., change hard‑gates, CLM/CMDB dependency integrity, synthetics/canary, vendor SLOs, queue/backpressure baselines).
5. Monitors trend shifts and verifies outcomes, tracking reduction in repeats, control adoption rates, and SLO improvements; feeds results into PIR/MIR and quarterly risk reviews.
QUALIFICATIONS
Required Qualifications:
1. Bachelor's degree in Business and five to seven years of strategic planning experience in an IT environment for the financial services sector
2. Advanced proficiency with Microsoft Office products including PowerPoint, Word and Excel.
3. Three to five years of quantitative and qualitative analysis experience in an IT environment
4. Familiarity with IT Engineering terminology
Preferred Qualifications:
1. Three to five years of quantitative and qualitative analysis experience using ITSM/operations data (Root Cause, Cause Codes, Incident Details) to derive themes and actions.
2. Proven expertise with executive storytelling.
3. Strong analytical and problem‑solving skills with a track record of turning themes into implemented controls (e.g., change gates, dependency mapping, synthetics, vendor SLOs).
4. Experience with ITIL and observability/monitoring tools (e.g., Splunk, Dynatrace); familiarity with ServiceNow/ITSM and CMDB relationships.
5. Excellent communication and presentation skills; ability to brief executives with what’s wrong, why, and what to fix first.
6. Strong attention to detail; ability to operate in a fast‑paced, incident‑driven environment.
7. Familiarity with AIOps concepts and automation of runbooks/guardrails (e.g., canary, blue/green, rollback).
8. Working understanding of network (ACI/F5/QoS), storage/NFS, server/containers (OpenShift/K8s), queues (MQ/RabbitMQ), and certificate/PKI lifecycle (CLM)—sufficient to recommend governance‑grade actions.
For this opportunity, Truist will not sponsor an applicant for work visa status or employment authorization, nor will we offer any immigration-related support for this position (including, but not limited to H-1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN-1 or TN-2, E-3, O-1, or future sponsorship for U.S. lawful permanent residence status.)
General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
Technology Incident & Problem Strategist • Atlanta, GA
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